Customer Standards and Quality of Service

Licence Compliance Document Condition 27 Effective

DateOctober 2012

Customer Standards and Quality of Service of 19

Customer Standards and Quality of Service

NAME & DESIGNATION DATE SIGNATURE

Written By:

Reviewed By:

Approved By:

THIS DOCUMENT IS THE PROPERTY OF ADSSC AND CANNOT BE USED OR GIVEN TO OUTSIDE PARTY WITHOUT THE CONSENT OF MANAGEMENT REPRESENTATIVE


DateOctober 2012


TABLE OF CONTENTS

1. CHANGE HISTORY SHEET........................................................................................................................................3

2. INTRODUCTION...........................................................................................................................................................4

3. PURPOSE........................................................................................................................................................................4

4. SCOPE..............................................................................................................................................................................5

5. RESPONSIBILITY FOR IMPLEMENTATION........................................................................................................5

6. REFERENCES................................................................................................................................................................5

7. TERMINOLOGY............................................................................................................................................................5

8. DISTRIBUTION.............................................................................................................................................................6

9. CUSTOMER SERVICE STANDARDS........................................................................................................................7

9.1 GENERAL...................................................................................................................................................................79.2 NEW CONNECTIONS..................................................................................................................................................79.3 RESPONDING TO CUSTOMER GENERAL ENQUIRIES AND COMPLAINTS....................................................................89.4 KEEPING APPOINTMENTS..........................................................................................................................................89.5 NOTIFICATION OF WORKS AND INTERRUPTION OF SERVICES..................................................................................99.6 WASTEWATER FLOODING.........................................................................................................................................99.7 PAYMENT DUE TO FAILURE TO MEET STANDARDS.................................................................................................109.8 ACCOUNT DISPUTES................................................................................................................................................10

10. FAILURE TO MEET CUSTOMER SERVICE STANDARDS...............................................................................11

11. QUALITY OF SERVICE.............................................................................................................................................12

11.1 NEW CONNECTIONS................................................................................................................................................1211.2 RESPONDING TO CUSTOMER GENERAL ENQUIRIES AND COMPLAINTS..................................................................1211.3 KEEPING APPOINTMENTS........................................................................................................................................1211.4 INTERRUPTIONS TO SERVICES.................................................................................................................................1211.5 WASTEWATER FLOODING INCIDENTS.....................................................................................................................1311.6 PAYMENTS DUE UNDER THE CUSTOMER SERVICE STANDARDS.............................................................................1311.7 ACCOUNT DISPUTES................................................................................................................................................13

12. GENERAL EXEMPTIONS TO CUSTOMER SERVICE STANDARDS..............................................................13

13. MONITORING CUSTOMER SERVICE STANDARDS.........................................................................................13

14. DISPUTE RESOLUTION............................................................................................................................................14

APPENDIX 1: DOCUMENT FOR GENERAL PUBLIC..................................................................................................15



DateOctober 2012


1. CHANGE HISTORY SHEET

Version No.

Clause No. Description of Change Effective

Date001 - First version submitted to RSB May 2012

002 - Final draft incorporating RSB Comments Sept 2012



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2. INTRODUCTION

Abu Dhabi Sewerage Services Company (ADSSC) was established in 2005 under Law No.17 of 2005 issued by H.H. Sheikh Khalifa Bin Zayed Al Nahyan, ruler of Abu Dhabi. ADSSC’s mandate is to collect and treat wastewater discharged from residential, commercial and industrial premises in the Emirate of Abu Dhabi and safely dispose of the treated waste.

3. PURPOSE

To ensure that ADSSC Customer Standards and Quality of Service for Sewerage Services (Customer Service Standards) are in agreement with the “Vision and Mission” of ADSSC.

To ensure that ADSSC is in compliance with ADSSC’s Licence Condition 27. To ensure that ADSSC treats all Customers in an equitable manner. To outline the payments ADSSC will make if it does not achieve the specified

Customer Standards approved under Condition 27. (See Note 1.)

These Customer Service Standards may be amended or modified by ADSSC at any time. Any changes will be subject to approval by the Regulation and Supervision Bureau (RSB).

NOTE 1

Subject to the approval of the RSB, the Customer Service Standards are expected to be introduced by end of 2012. Payments for a failure to meet the Customer Service Standards will apply subject to the following:

Customer Service Standards must have been operational for a minimum of 1 year; and

ADSSC’s Tariff Scheme has been fully implemented i.e. customers are paying directly for the services provided.



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4. SCOPE

The Customer Service Standards will be applicable to all ADSSC Customers connected to the sewerage system.

Class of Customer(Level 1)

Class of Customer(Level 2)

Residential ApartmentShaabiaPalaceVilla

Commercial BusinessGovernmentAgriculture

Industrial Consented PremisesLow Risk Trade Effluent

Premises

All ADSSC employees and Authorised Representatives will be responsible for ensuring full compliance with the Customer Service Standards

5. RESPONSIBILITY FOR IMPLEMENTATION

Department Managers will be responsible for the implementation of the Customer Service Standards.

The Management of ADSSC will be responsible for ensuring the Customer Service Standards are met and for the introduction of a measurement framework.

6. REFERENCES

Sewerage, Wastewater Treatment and Disposal Licence.o Condition 16 – Customer Complaint Handling Procedure.o Condition 22 - Terms and Conditions for Sewerage Services.o Condition 31 – Requirement to Offer Terms for Connection.

ADSSC IMS Manual.



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7. TERMINOLOGY

ADSSC means Abu Dhabi Sewerage Services Company and includes its Authorised Representative where the context so requires.

Authorised Representative is any person or company acting with the authority of and on behalf of ADSSC.

ADSSC Assets - All assets, including public sewers, pipework, pumping stations, valves, chambers, electrical and mechanical equipment owned and maintained by ADSSC. These are generally located outside a customer’s property boundary. ADSSC may also have assets located within a customer’s premises boundary. In this case, such assets shall be clearly marked and identified as ADSSC property and no unauthorised access shall be permitted to the equipment. ADSSC must have unconditional access to plot/site for inspection and construction.

Customers can be the owners of the private sewer who are also receiving sewerage services, or a person who is not the owner of the private sewer but is receiving sewerage services. Any person who has contact with ADSSC for a specific reason may also be considered as a Customer. Interruption of Services means a situation where the Customer is temporarily unable to discharge into the public sewer.

Private Sewer refers to those private sewers located within the premises boundary and/or upstream of the Connection Point for the premises in question.

Public Sewer refers to an existing sewer owned and operated by ADSSC.

RSB means the Regulation and Supervision Bureau.Working Day means any Day other than a Friday, Saturday and public holidays in the government sector in the Emirate of Abu Dhabi.

8. DISTRIBUTION

The Customer Service Standards will be available:

For ADSSC staff on the Company intranet; For Customers and general public on the ADSSC web site www.adssc.ae . Any

member of the general public will, on request, receive a hard copy of the customer copy of this policy.

Copies of the Customer Service Standards will also be displayed, and be available at, ADSSC Customer Service Centres.


http://www.adssc.ae/


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9. CUSTOMER SERVICE STANDARDS

9.1 General Customer Service Standards have been set to indicate the minimum level of

service that Customers can expect from ADSSC. These Customer Service Standards do not define the full extent of ADSSC’s

responsibilities to its Customers but are part of a wider range of customer service provisions.

Where separate terms have been agreed between ADSSC and the Customer, such terms take precedence over these Customer Service Standards.

Subject to Section 3 NOTE 1, if ADSSC fails to provide the level of service specified, compensation payments will be made to the affected Customer.

9.2 New ConnectionsWhere a Customer requests a connection to an existing sewerage network, or a new, additional or altered service, this will be provided in accordance with the following table:

Type of Connection Design & Planning

Approvals Project Timescale Total

Residential customer with plot boundary located within (less than) 30 metres of an existing main sewer (no network upgrading works required)

30 Working Days

40 Working Days

60 Working Days

130 Working Days

Residential customer with plot boundary located more than 30 metres but less than 100 metres from an existing main sewer (no network upgrading works required and no road crossing required)

40 Working Days

40 Working Days

90 Working Days

170 Working Days

Residential customer more than 100 metres from an existing main sewer.

Included inProject Timescale

Included in Project Timescale

Customer notified of Project Timescale including Planning & Approvals

As per Project

Non- residential customers Included in Project Timescale

Included in Project Timescale

Customer notified of overall Project Timescale including Planning & Approvals

As per Project



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Notes The project timescales may be extended depending upon obtaining Third

Party approvals. ADSSC shall not be responsible for delays due to Third Party approvals.

The above timescales commence when the unconditional acceptance by the Customer of an offer made under Condition 31 of ADSSC’s Licence for the new connection is received.

Project timescales are notified to the customer in the offer of Terms for Connection.

Payment due to failure to meet customer service standards is not applicable:

o Where major engineering works are required for the connection of residential/non-residential customers to the existing network and treatment facility. Major engineering works means:- Any works requiring the provision, replacement or upgrade of a

pumping station;- Any works requiring the provision, replacement or upgrade of

treatment facilities;- Where a major highway crossing is required; or- Where the connection is part of a larger infrastructure project.

o Where the work progress is affected by 3rd party approvals or changes in circumstances beyond the control of ADSSC.

o Where the technical or cost implications of the proposed connection or modification to an existing connection are considered to be, by ADSSC, abnormal or untypical.

9.3 Responding to Customer General Enquiries and Complaints

All queries, complaints, requests for assistance received from ADSSC Customers should be satisfactorily answered within 15 Working Days.

Where investigation and/or a site visit is required, an initial response will be given to the customer within the first 15 Working Days and subsequently a satisfactorily answer will follow within an additional 10 Working Days.

These timescales do not include time periods where ADSSC is waiting for documentation or information from the Customer.

Customers should refer to ADSSC Customer Complaint Handling Procedure on ADSSC website www.adssc.ae.

9.4 Keeping Appointments

Where a Customer requests a visit to their premises, ADSSC will offer an appointment within 3 Working Days of the request and on a specific date and time within a 3 hour time-band. If for any reason ADSSC is unable to keep an




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appointment the Customer will be contacted at least 24 hours before the appointment and a new appointment agreed.

9.5 Notification of Works and Interruption of Services

In circumstances where ADSSC’s planned works may cause a restriction or interruption to services, ADSSC will give Customers at least two Working Days’ notice of the interruption, by notice delivered to the location or by telephone.

ADSSC shall pay particular attention to hospitals, schools, clinics and other essential service providers, by liaising with each to minimise disruption to essential services.

Notification shall include planned start and finish times for street works or other public activities.

Where priority or urgent works are to be undertaken, 24 hours working may be required and this shall be identified in the notice.

Where there is a planned interruption to services, as a result of maintenance or upgrading works to ADSSC’s assets or for any other reason associated with ADSSC’s activities, ADSSC will restrict the interruption to 5 hours. This applies only in circumstances where the Customer experiences complete loss of services.

If such planned interruption exceeds 5 hours, alternative arrangements will be made by ADSSC for safe and hygienic collection of wastewater from the customer’s premises.

Where a Customer experiences an unplanned interruption to services and where the customer notifies ADSSC of such interruption, ADSSC will respond on site within 2 hours.

ADSSC will endeavour to reinstate services within 5 hours of attendance at the Customer’s premises.

Exemptions for Emergencies

In the case of an unplanned interruption due to an emergency, and where that interruption is likely to affect service to Customers, ADSSC will notify the affected Customers as soon as it is practicable to do so.

Emergency circumstances include, but are not limited to, the following interruptions:

o Works relating to health and safety;o Emergency works to avoid danger to persons or property;o For other reasons/circumstances which are deemed to be an

emergency in the reasonable opinion of ADSSC; ando Extreme weather conditions having an impact on the operation of the

public sewerage system.



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9.6 Wastewater Flooding

Flooding incidents are regarded as interruptions to services and the relevant provisions are applicable. In addition the following apply:

Where a Customer experiences wastewater flooding within their premises ADSSC will make a site visit within 2 hours and ADSSC will report back to the customer within 4 hours.

If the cause is found to be as a result of ADSSC’s system and maintenance is required, this will be carried out within 8 hours of receiving the notification.

Where a sewer overflows as a result of problems in ADSSC’s systems ADSSC will assess the damage and will offer a compensation and reimbursement payment based on the actual losses or damage.

Such payments will be determined on a case-by-case basis. Where the cause is due to a fault in a Private Sewer, works may be carried

out by ADSSC to resolve the problem. ADSSC may impose a charge on the Customer for work on private sewers,

subject to ADSSC’s published schedule of charges, to be agreed from time to time with the RSB.

9.7 Payment due to Failure to meet Standards

Where a Customer is entitled to a payment due to a failure to meet a standard:

ADSSC will notify the Customer of this entitlement within 10 Working Days of ADSSC receiving the claim for payment.

Payments under the Customer Service Standards shall be made within 90 Working Days.

ADSSC will credit a Customer’s account or otherwise issue payment by a method to be agreed with the RSB.

A payment due to a failure to meet a standard is not applicable:

Where the problem is in a Private Sewer. Where ADSSC has not been notified of the flooding at the time of occurrence,

or could not reasonably be expected to know about the flooding. Where flooding has resulted from third party interference with ADSSC assets

and/or systems.

9.8 Account Disputes

If a Customer disputes an account or statement, ADSSC must investigate the issue and provide a written response to the Customer within 15 Working Days.

If ADSSC believes that a site visit is necessary then an additional 10 Working Days will apply to the timescale to provide a response to the Customer in



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writing. Appointments for site visits will be made in accordance with the relevant Standard.



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9.9Summary of Compensation Payments

The table below lists the Customer Service Standards where minimum service levels will be specified. If ADSSC fails to perform to the level of service then a payment will be made to the affected person or customer, subject to Section 3 NOTE 1.

Standard Payment Entitlement Compensation Payment to Customer

New Connections Person who requestedService

AED 1000 where outside specified dates and then an additional AED 1000 for every 20 days or part thereof

Responding to CustomerEnquiries and Complaints

Person who made enquiry or complaint Failure to respond - AED 50

Keeping Appointments

Person who Requested Appointment

Appointment failure - AED 50

Notification ofPlanned Interruption of Services

Person or Persons being notified of interruption

Failure of notification – AED 100

Interruptions to Services

Person or Persons being interrupted

Failure of work execution – AED 500

Flooding Incidents Person or Persons sustaining damage to property

Failure to respond – AED 500

Failure of Standard Payments

Affected CustomerAED 50 and a further AED 50 foreach 10 working days or part thereof

Account Disputes Affected customer AED 50

10. FAILURE TO MEET CUSTOMER SERVICE STANDARDS

Failures to meet Customer Service Standards will be recorded and reported to the RSB in accordance with agreed reporting procedures.

Only one application for payment per customer for a failure is permitted. The method of payment shall be in accordance with the appropriate ADSSC

procedure, as approved by the RSB. Payments shall be made in accordance with these Customer Service

Standards.



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Where there is any dispute, the RSB may be asked to provide a final determination.

ADSSC will establish processes and/or procedures to maintain records in order to provide evidence of compliance with these Customers Service Standards.



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11. QUALITY OF SERVICE

Quality of Service identifies best practice performance targets that ADSSC aims to achieve. Compensation Payments do not apply to failures to meet the published Quality of Service targets.

Quality of Service Minimum PerformanceNew Connections 90% in timescaleResponding to Customer Enquiries and Complaints

90% in timescale

Keeping Appointments 90% as 1st agreedNotification of Planned Interruptions to Services

90% correctly notified

Interruption to Services 90% within timescaleWastewater flooding 90% within timescaleFailure of Standard Payment 100% within 90 Working

DaysAccount Disputes 100% in timescale

11.1 New Connections

This Quality of Service target requires 90% of new connections to be provided within the stipulated timeframes and as per conditions specified for the relevant Customer Service Standard.

11.2 Responding to Customer General Enquiries and Complaints

This Quality of Service target deals with ADSSC’s response to any communication received from Customers. The Quality of Service requires 90% of enquiries or complaints to have an initial response from ADSSC within 15 Working Days and a resolution within 25 Working Days.

11.3 Keeping Appointments

This Quality of Service target requires 90% of appointments to be kept within the stipulated timeframes and as per conditions specified for the relevant Customer Service Standard.

11.4 Interruptions to Services

Specified notification of planned interruptions to the service will be given as per the Standards in 90% of cases.



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Where a customer experiences interruptions to services, whether planned or unplanned, reinstatement or alternative arrangements will be made by ADSSC within the timescales detailed in the relevant Customer Service Standard in 90% of cases.

11.5 Wastewater Flooding Incidents

All customer enquiries and complaints of wastewater flooding incidents shall be investigated by ADSSC. Such incidents shall be rectified within the timescales specified in the relevant Customer Service Standard in 90% of cases.

11.6 Payments due under the Customer Service Standards

All failures to meet standard payments under the Customer Service Standards shall be made within 90 Working Days.

11.7 Account Disputes

All account disputes shall be investigated by ADSSC and an initial response issued within 15 Working Days, or 25 Working Days where a site visit is deemed necessary by ADSSC.

12. G ENERAL EXEMPTIONS TO CUSTOMER SERVICE STANDARDS

Where delivery against these Customer Service Standards is not possible due to circumstances beyond the control of ADSSC then any relevant standard shall not apply.

Exemption will apply where a Trade Effluent Customer discharges materials or substances outside of its trade effluent consent.

Exemption will also apply where emergency actions or measures have been taken to address a system failure which was beyond ADSSC’s control.

Where a timescale is given in any Customer Service Standard, it is only applicable where the customer makes themself available or provides access to the premises in question.

In all cases, the time periods referred to in this document do not include time periods where ADSSC is waiting for documentation or information from the customer.

If a customer specifically requests a timescale which is less than the relevant standard, and ADSSC agrees to make best efforts to achieve this reduced timescale, then any failure to meet this revised timescale does not entitle the customer to a payment, unless the failure falls outside the timescales mentioned in these Customer Service Standards.



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13. M ONITORING CUSTOMER SERVICE STANDARDS

ADSSC will also provide an Annual Report containing such information as may be requested by the RSB for the previous calendar year within 3 months of the year end.

A Review Panel will meet following submission of the Annual Report to monitor the applicability and associated timescales for each Standard.

14. DISPUTE RESOLUTION

If any dispute is not resolved between the parties within a period of one month then either party may request the matter to be referred to the RSB for determination. Written notice should be given to the other party, setting out the general nature of the dispute. If no settlement is achieved the dispute may be referred to the competent court of Abu Dhabi for settlement in accordance with the laws of the U.A.E. and the Emirate of Abu Dhabi.



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Appendix 1: Document for General Public

Customer Standard

Description Payment forfailure to meet Standard

New Connections 1. As a Residential Customer within 30 metres of Public Sewer you will be connected to the Public Sewer within 130 Working Days.

2. If you are a Residential Customer and you are more than 30 metres but less than 100 metres from the Public Sewer you will be connected to the Public Sewer within 170 Working Days.

3. If you are involved in a project where upgrade works or road crossings are required then you will be advised of project specific timescales.

4. All Non-Residential Customers will be notified of project specific timescale.

Payment to Customer - AED 1000 when outside the specified timescale and then an additional AED 1000 for each period of 20 days or part thereof

Responding to Enquiries and Complaints

As a member of the general public contacting us, your query or request will be answered within 15 Working Days. Where a site visit is required or specific and detailed information is required there will be an additional 10 days allowance.

Payment to CustomerAED 50

Keeping Appointments

If you request an appointment with us you will be given an appointment within 3 Working Days of your request. The appointment will be for a specific date and within a 3 hour time band. If for any reason there is a problem with this appointment we will give you 24 hours’ notice of an alternative appointment.


Notification of Works/Restrictions/Planned Interruptions to Services

We will give you 2 Working Days’ notice of any disruption to sewerage services.


Interruption to Services

We will restrict interruptions to 5 hours. Beyond 5 hours we will put in place alternative arrangements for the collection of wastewater. Any interruptions reported by you will receive a response from us within 2 hours.


Wastewater flooding

Where flooding is reported by you we will attend within 4 hours. The situation will be rectified by us within 8 hours of you reporting it to us.


Payments under Customer Standards

Where any payment is due we will notify you of the payment entitlement within 10 Working Days of your claim and payment will be made within 90 days of your claim.

Payment to Customer - AED 50 plus a further AED 50 for every 10


Customer Standards and Quality of Service


DateOctober 2012


Working Days or part thereof. This compensation applies to both the notification and the payment of compensation

Account Disputes Where you have an account dispute we will resolve the dispute within 15 Working Days. An additional 10 Working Days may be required where we need to visit the site.


Terminology

ADSSC means Abu Dhabi Sewerage Services Company and includes its Authorised Representative where the context so requires.

Customer means the person/persons or entity that has entered into an Agreement with ADSSC for Sewerage Services. Any person who has contact with ADSSC for a specific reason may also be considered as a Customer. Private Sewer means an underground pipe that drains a single premises. This term refers to those Private Sewers located within the boundary and/or upstream of the connection point to the Public Sewer.

Public Sewer means an existing sewer owned and operated by ADSSC for the provision of sewerage services within the Emirate of Abu Dhabi.

RSB means the Regulation and Supervision Bureau for the Water, Wastewater and Electricity Sector in the Emirate of Abu Dhabi.Working Days means any day other than a Friday, Saturday and public holidays in the Government sector in the Emirate of Abu Dhabi.

General Exemptions

Failure of Standard Payments may not apply where:-

1. Any situation has arisen which is outside the control of ADSSC;2. Where the situation has been caused by the Customer or the failure of the

Private Sewer; 3. Where the failure has been caused by extreme weather conditions;4. Where works being undertaken are part of a major project; or5. Where work is being undertaken to avoid danger to life or property.



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DisputesIf a dispute between a Customer and ADSSC is not resolved within a period of one month then either party may request the matter be referred to the RSB for determination. Written notice should be given to the other party setting out the nature of the dispute.

For Further Information Contact1. ADSSC by email at [email protected] or visit ADSSC web site www.adssc.ae2. Regulation and Supervision Bureau web site www.rsb.gov.ae


http://www.rsb.gov.ae/


mailto:[email protected]

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